Application Support Team Leader
| Posting date: | 05 June 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 05 July 2024 |
| Location: | CV6 5NX |
| Remote working: | On-site only |
| Company: | Capita plc |
| Job type: | Permanent |
| Job reference: | 10099928-42284 |
Summary
Lead Software Support role primary objective is to lead and develop the software support team to enable them to fulfil their objective of delivering exceptional customer service and timely resolution to customers' cases. The Team Lead should maintain a stimulating working environment with a strong focus on learning and development. Typically, this will involve managing resources and workload whilst being the point of escalation for team members or customer escalated issues. You will performance manage the team of analysts as well as mentoring and coaching for application or technical skills and customer care skills. You will work with stakeholders in the business on major incidents and product issues whilst also feeding into the service improvement process. Managing SLA's, KPI's and providing management information. You will be expected to work well in a team environment as well as under minimal supervision.
About the Role:
You will be responsible for leading mid-sized team and will require an in-depth knowledge of support and supporting systems in a 24x7x365 environment. You will have the ability to work under pressure and own initiative and make tough decisions where necessary for the success of the business. A good general knowledge or hardware, infrastructure, operating systems, understanding of ITIL support processes and procedures and excellent people management skills, with a committed want-to-succeed attitude and capable of driving the team to perform under pressure
What you'll be doing:
• Managing a busy team of Technical Analysts from Junior to Senior
• Ensuring that the team support the business to defined standards and SLAs for Incident, Request and problems
• Ensuring that work has agreed and defined deadlines and that the team work to those deadlines
• Ensuring that support documentation is up to date and fit for purpose
• Ensuring that the team are trained on the job to handle cases from all disciplines support by the team
• Setting SMART objectives and measuring performance against the appraisal process
What we're looking for:
• 24x7x365 client facing high throughput environment
• Microsoft Azure Applications Management
• A multi-terabyte SqlServer/Oracle environment
• With Networking in a large organisational structure and leveraging relationships
• ITIL working practices and procedures
• Using Remedy or a similar Ticketing system
• Working knowledge and working with 3rd party of Infrastructure and Networking Teams
• Strong Team Leadership skills.
• Strong personnel management skills.
• Strong organisation, prioritization and coordinate effectively.
• Able to work under own initiative and make justified informed decisions
About Capita TSS
Capita Technology and Software Solutions (TSS) is a 5000 people strong global shared service, responsible for delivering innovation and digital transformation for Capita's colleagues, businesses and clients.
We design, build and run the right technical competencies and partnerships to enable Capita to deliver seamless public and customer services - from working collaboratively with Capita's businesses to shape the right technology and software solutions to take to market, to ensuring colleagues have access to resilient, predictable IT services and support, that enables them to work effectively and securely.
TSS is right at the heart of Capita, as we work to create a technology-led organisation. You'll be part of a Capita-wide network of 55,000 experienced, innovative and dedicated individuals across multiple disciplines, sectors and countries. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What's in it for you?
• A competitive basic salary
• 23 days' holiday (rising to 27) with the opportunity to buy extra leave
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks' fully paid maternity, adoption and shared parental leave, paternity pay of two weeks...and plenty more
• Voluntary benefits designed to suit your lifestyle - from discounts on retail and socialising, to health & wellbeing, travel and technology
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform You'll get the chance to follow your chosen career path anywhere in Capita. You'll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that. Our purpose is to create a better outcome for you.
What we hope you'll do next:
Choose 'Apply now' to fill out our short application, so that we can find out more about you.
We're an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We're committed to providing an inclusive, barrier-free recruitment process and working environment for everyone. If you need the job description or application form in an alternative format (such as large print or audio), or if you'd like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we'll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.
Proud member of the Disability Confident employer scheme